Manager of Deskside Support

Boston, MA

Responsibilities

 

  • Build and lead an effective DSS team to ensure available and comprehensive 24×7 support, ensuring that call processing meets all approved Service Level Assumptions/Agreements
  • Ensure DSS team follows best practices related to proactively handling user requests, including proper ticketing protocols and subsequent communication and documentation associated with the handling of such tickets
  • Coach employees to be effective in their roles and ensure there are ongoing learning and professional development opportunities
  • Draft and deliver annual performance reviews in partnership with the Director of Infrastructure
  • Assess DSS staffing structure and work with Director of Infrastructure to ensure structure properly supports development; lead and articulate long-term staffing plans
  • Continue buildout of knowledge management system to allow for quicker resolution of problems
  • Stay aware of industry best practices related to company’s DSS function and relevant deskside support methodologies (i.e., ITIL)
  • Foster communication and collaboration within IT, including working closely with peers to ensure the needs of the overall firm are met; partner particularly with INFS
  • Contribute to the IT planning process, including identification of potential issues based upon knowledge current projects and the needs of the user community
  • Work with the Director of Infrastructure and others to understand solutions that proactively meet user community needs within the company, and oversee the development, delivery, and support of solutions to meet those needs
  • Work with Director of Infrastructure and Manager of Technical Services to evaluate remote access capabilities and develop plan to improve performance and experience for users working remotely
  • Working with vendors and peers across the firm to refine and automate processes, provide leadership in process reviews and automation with the goal of driving efficiencies in DSS operations
  • Identify high cost, low value services as candidates for sourcing to external partners

 

Requirements

 

  • Bachelor’s degree in Information Technology or related field preferred
  • Working knowledge of Cisco telephony and video technologies
  • Proven track record managing, developing, and leading a team of high-quality deskside support professionals with multiple perspectives and skill sets
  • Experience managing key vendor and strategic partner relationships
  • History of evaluating internal processes with the goal of identifying areas for improvement through redesign, automation or sourcing of services

 

 

 

 

 

Note: Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, we will keep your resume on file for future opportunities and may contact you for further discussion.

Date Posted 2/4/2021
Salary $160,000 - $185,000 + bonus






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